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Problem Analyst (001983) in London at Inmarsat

Date Posted: 6/18/2018

Job Snapshot

Job Description

Primary role purpose:

Within the Problem management process based on ITIL the Problem Analyst will be responsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures.

The primary purpose of the role is to be a subject matter expert who uses deep technical knowledge and subject matter expertise to discover incident trends, identify problems, and determine the root cause of problems.

Having a passion for top quality customer service, to oversee and manage all problems within our business area, move away from reactive Problem Management, into a pro-active methodology to manage underlying technical issues through to resolution and deliver a reduction in Incidents/Cases

The Problem Analyst should be a self-motivated individual with a good understanding of complex technical environments and the technologies used, excellent trend analysis and analytical skills, problem solving and team building skills with the tenacity to own and drive programmes of work to resolution.

Job Requirements

 Key Responsibilities:

  • Analysis and reporting of incident trend data to identify and eliminate root causes.
  • Initiating actions to fix potential interruptions to services identified during proactive and trending analysis of the services.
  • Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
  • Facilitating and coordinating technical meetings
  • Leading and facilitating post mortem investigations into high impact faults.
  • Managing root cause analysis between technical teams.
  • Initiating actions to fix interruptions to service caused by errors/faults.
  • Production of statistics and reports to demonstrate performance of the Problem Management process.
  • Identifying the need for achange request to resolve the problem
  • Creating a workaround, provide them to the appropriate teams to implement.
  • Log identified Problems in the Known Error Database, keep updated on progress and close out in the Problem Report System.
  • Verify problems resolved after permanent fix has been applied by monitoring the related issue.

Essential Knowledge and Skills:

  • Bachelor Degree in Engineering, Diploma in Electronics or equivalent
  • Relevant experience can compensate for lack of formal education.
  • Experience working in a similar capacity, preferably within the telecoms/satcoms industry.
  • Experience of ITIL Service Operation processes.
  • Excellent analytical and trend analysis skills.
  • Excellent problem solving skills.
  • High level of self-motivation.
  • Proactive and able to drive ad-hoc and virtual teams to problem resolution.
  • Resourceful - utilise all tools, expertise and knowledge bases to investigate and resolve problems.
  • Previous experience from support or customer service role
  • Excellent understanding of network topology and OSI model
  • In-depth understanding of VSAT and FBB networks, hardware and usage
  • Excellent ability to understand new software and able to work efficiently with many ongoing projects
  • Preferably iDirect IOM certification
  • Preferably previous knowledge of scripting languages (Perl, VB scripts, etc)
  • Preferably previous knowledge of HTML and wiki markup
  • Preferably practical knowledge of Cisco switches and routers, including configuration and system commands
  • Technical and Inmarsat product knowledge
  • Tenacity and drive to make a difference to Inmarsat Customer Support and Technical Services
  • Working within a matrix structure with strong a collaborative style
  • Understanding of Project Management methodology
  • Good understanding and experience of operational development in a business driven environment
  • Good communication and networking skills to interact with peers, senior management, project stakeholders and internal customers

Desirable Knowledge and Skills:

  • Business Case writing skills
  • Professional attitude, strong attention to detail, process oriented and organised.
  • Flair for lateral thinking and problem solving
  • Change deployment skills

Personal qualities fundamental to success in this role:

  • A demonstrated ability to work across organisational boundaries.
  • Objective, rational and multidisciplinary thinking.
  • Provide candid feedback.
  • Ability to face up to problems quickly and take action.
  • A willingness to be self-critical and learn from mistakes - avoiding hubris.
  • Acts within his circle of competence and knows the boundary.
  • Ability to identify with Inmarsat values.
  • Ability to finalise projects.
  • Proactive and analytical attitude.
  • Team player with good interpersonal and communication skills, social and outgoing.
  • Fluent in English both orally and in writing 


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